Remove Crisis Communications Remove Customer Service Remove Employee Remove Viral

How Southwest Airlines creates meaningful, memorable content

PR Daily

Hubbard , spokesman for Southwest Airlines, shared timeless lessons and practical solutions for communicators eager to break through the noise at PR Daily’s Media Relations and Measurement Virtual Conference on Friday, May 15. He also shared the airline’s viral Operation #RescuetheDress story, which tracked Southwest’s efforts to deliver a bridesmaid’s dress to Costa Rica. The delightful customer service caper trended on Twitter and earned widespread media coverage.

Report: Consumers want to be entertained on social media

PR Daily

Most communicators interact on social media as part of their ongoing PR and marketing efforts, but a new study from Sprout Social suggests most organizations have room to grow. Going viral still seems the favored way to score a big social media success. Brand managers prioritize “likes” and comments, shares and retweets, and interaction with customers. However, social media has a lot more to offer than just viral moments. At the top of the list: poor customer service.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Be Human: 4 Lessons From xPotomac 2015

Cision

Between the launch of live video streaming apps Meerkat and Periscope in March and recent blow up around the Ashley Madison hack, 2015 has proven how fluid communication has become and how quickly the media can carry a message. Social media has certainly rendered the communication world a shade of murky gray, making the explosion of creating and distributing content seem untamable in this already loud world. Preparing for crisis.

Instagram fights bullies, Blue Bell’s viral mess, and the top reason consumers unfollow brands

PR Daily

Blue Bell faces viral challenge meltdown. A viral video of a person opening a carton of Blue Bell ice cream, licking the top layer and putting it back in the store freezer has inspired others to do the same with ice cream and other products under the hashtag #icecreamchallenge. Why you should care: The Wall Street Journal called the challenge “ the wrong sort of viral advertising.” Make sure your crisis response plan is ready for an unwanted viral moment.

Viral 100

South Dakota meth PSA goes viral, Chick-fil-A drops donors after LGBTQ protests, and 72% of consumers switch to competitors after bad service

PR Daily

The ad went viral as Twitter and other social media users ridiculed the slogan. Knowing how to align your legal strategy and crisis response can be a tough problem for communicators facing public recrimination. The Northridge Group’s State of Customer Service Experience 2019 report revealed that 72% of consumers are likely to switch to a competitor after only one negative customer service experience.

United Airlines: When Common Practices Goes Bad

Return on Reputation

The events of the passenger ejection from a United Airlines flight that have nearly broken the internet serve as a reminder that despite all the anxiety in boardrooms across America about a rogue White House tweet, a good old fashioned reputational crisis is usually something you’ve earned for yourself. This situation seemed to flip the script, where the bad behavior came from the employee , not the passenger.

Businesses Should Fight Back Against Online Attacks

David PR Group

Social media and online reviews bring an incredible new level of accountability to the customer service equation. The internet enables consumers to reach out to companies and service providers in brand new ways, and I believe the transparency that exists because of these online tools is a great thing for commerce. They let her know that they weren’t going to be bullied and that her treatment of not only Delta employees, but the airline’s other customers, was inappropriate.

Viral 49

Analyzing First Responders In Crisis PR

ImPRessions - Crenshaw Communications

A crisis situation presents abundant challenges for public relations and business leaders, not the least of which are the critical first communications. Five crisis PR first responses. Within four days, amid a public and media reaction and a deepening crisis, CEO Mark Zuckerberg launched an apology tour with social posts, a more contrite and complete news statement, and TV interviews. In the wake of so many controversies, its communications has been slow and reactive.

Crisis 127

What American Airlines’ crisis response can teach brand managers

PR Daily

American Airlines seems to have learned—largely from United Airlines’ recent tone-deaf response—what not to do in a crisis. An employee comes into the frame and the male passenger says, “You do that to me and I'll knock you flat.” The employee repeats, “Hit me,” and the passenger says, “I'll knock you out.” The captain pulls the employee away. What we see on this video does not reflect our values or how we care for our customers.